Staffed by a team of ASE-Certified Master Technicians, ALLDATA Tech-Assist is a diagnostic hotline that saves shops time by providing advanced diagnostic troubleshooting and step-by-step repair assistance.
Since its debut in 2014, Tech-Assist has solved more than 115,000 cases for shops nationwide, earning rave reviews for its quick response time, accuracy, and follow-through.
One of those reviews came recently from Brian Bender of Revive Auto Service Center, a newly renovated 12-bay repair facility in Ann Arbor, Michigan.
“Tech-Assist has helped us with some really tough diagnostics. We’ve used it as many as four times a week. We had two stubborn Ford EcoSport vehicles that had just been a disaster and they helped us with both of them, saving us a lot of time,” said Bender. “They follow up and call back, which is great.
“For any shop that’s on the fence about Tech-Assist, the benefit is that it cuts down diagnostic time, cuts down misdiagnosed repairs, and cuts down on buying the wrong parts, so it saves money. We were using another technical assistance service and it was nowhere near as good. This has been a blessing.”
Tech-Assist has helped us with some really tough diagnostics. We’ve used it as many as four times a week. We had two stubborn Ford EcoSport vehicles that had just been a disaster and they helped us with both of them, saving us a lot of time. They follow up and call back, which is great.
What sets Tech-Assist apart from other hotline services?
According to Tech-Assist Sr. Manager Brian Stoll, it’s the people. ALLDATA hires only “the best of the best” when it comes to candidates for the team.
Tech-Assist agents have worked an average of 25+ years in the automotive repair industry as shop owners, instructors, service writers/managers, and technicians. All Tech-Assist agents are ASE-certified, and many have additional certifications and licenses, such as OE-specific certifications, college degrees, smog-repair licenses, and more. For details, check out our Tech-Assist bio page.
“The demand to be an ALLDATA Tech-Assist agent is extremely competitive, and we have hired only 1% of the applicants for these positions,” said Stoll.
Fastest response time in the industry
ALLDATA Tech-Assist is setting new benchmarks for industry response times to help shops keep repairs on schedule. Stoll says the team’s average callback time is under 30 minutes, and that 90% are called back within 60 minutes, while competitors’ callbacks are 2-3 hours, or overnight even.
The fast response time was just part of what sold shop owner Bender on Tech-Assist. “When we get stuck on these vehicles and we call Tech-Assist, we get someone that calls us back really quick, and they’re great with the diagnostics. It helps with a lot of misdiagnosed vehicles,” he said.
Following up, however many calls it takes
Another way the Test Assist hotline service stands out is the team’s unwavering commitment to helping shops solve tough repair challenges – however many calls it takes.
“Once Tech-Assist provides initial testing steps and potential diagnostic solutions, the agent follows up an average of four times, even if the customer hasn’t reached back out to us,” Stoll says. “We want to ensure that our customers receive the help they need until the car is repaired. It really is like having a master tech in your shop that’s not on the payroll.”
The added convenience of live video streaming
Shops can use the free Rescue Lens app to connect with the Tech-Assist agent and show them the problem in real time. The Tech-Assist consultant can even draw on the screen to help pinpoint the diagnostic issue or repair solution. Watch this short video to see ALLDATA’s Tech-Assist team using the Rescue Lens app.
ALLDATA subscribers can “Try before you buy” with a free courtesy case
The Tech-Assist hotline service is an add-on product for ALLDATA Repair® or ALLDATA Collision® subscribers.
Stoll wants to remind existing ALLDATA customers that they can get a free courtesy case if they have yet to try Tech-Assist. Learn more and purchase today at ALLDATA.com or talk to one of our representatives at (888) 727‑2434.
Or just call Brian Bender at Revive Auto Center. (Don’t worry, he approved this article.) And what he actually said was, “If anyone wants a non-biased opinion, from someone not selling the program, I’ll gladly talk to them if they have questions.”
Thanks, Brian! Check out Brian’s brand new-repair facility at autoreviseannarbor.com.
Want to see how ALLDATA can improve shop efficiency? Check out our suite of products, each designed to contribute to both shop efficiency and productivity.
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